First Rate Exchange takes to the cloud

First Rate Exchange has adopted new technology from NewVoiceMedia.

The new technology replaces on-premise hardware and provides analytics that improves its customer experience.

The cloud architecture gives First Rate visibility of its agents’ performance 24/7, with scalable capacity and more effective disaster recovery.

Handling seasonal increases in customer service has become easier; the company can now just increase and decrease the number of agents when it needs to and at a moment’s notice. What’s more, it provides reports and analytics straight out of the box and in real time, giving First Rate more control over its customer service.

Mark O’Doherty, Head of Customer Service at First Rate, said: “We use management information to continuously improve our customer experience and manage resources, so having the reporting suite NewVoiceMedia provides as standard has enabled us to improve our overall delivery.

“One of the biggest enhancements is the way we can act in a disaster-recovery scenario or lack of access to our main facility. For the first time, we can switch calls to another site or allow any agent with a broadband connection and a PC to work from home and manage them remotely.”

Jonathan Gale, CEO of NewVoiceMedia, adds: “Being agile and always switched on is something that the modern customer expects from businesses. It’s great to see organisations like First Rate Exchange embrace new true cloud technology to improve the way they deliver customer service. The fact is flexible cloud solutions give businesses the freedom to grow and improve, with faster response times when you’re busy and lower costs when you’re not.”

The new system was up and running within eight weeks.